HotelsOne.com,
Complaint 293862 Details

You should know how disappointed we are in the service and response to us and our credit card company by HotelsOne and the Inn at Rio Rancho & Conference Center!!!
We had reservations at the Inn at Rio Rancho & Conference Center on October 11, 2013 for the Balloon Fiesta in Albuquerque, NM. On arrival we found the hotel to not be as represented on the HotelsOne.com site and the rooms to be unacceptable.
Our reservations were for two rooms; one for ourselves and one for another couple that was traveling with us, to the Balloon Fiesta and Albuquerque for their first time. We should have recognized the red flag, when we booked the room through HotelOne.com. Rather than our credit card being used to hold the room as is customary, the full payment was debited against our card immediately, but though we thought this was very unusual and not not appreciated we didn't take any action at that time.
When we arrived, we found the whole facility to appear old and outdated. The lobby was dark and unwelcoming(almost frightening), the staff was less than friendly and then when we went to the rooms we found them to be of very low quality! There was a strong musty/moldy smell in the rooms, the furniture was old and saggy, and the mattress appeared very thin and saggy... very substandard and for the price. My husband is asthmatic and highly sensitive to mold, so we absolutely could not stay there because of the moldy smell. We went down the street and secured a room at another hotel and then immediately went back to the hotel and let the desk know that we would not be staying there and why. We then contacted our credit card company to let them know we found the quality unsatisfactory and were disputing payment for the rooms. In the very lengthy process of attempting to get the refund DUE US, your establishment has proceeded to LIE to our credit card company. The hotel is claiming that we stayed there and the reservation was fulfilled, which is absolutely untrue. We have made several attempts to contact the manager at the hotel, and on every attempt have been unable to find management available on the premises to speak with us. No attempt has ever been made by HotelsOne.com or the hotel to address our concerns.

Shame on HotelsOne and the hotel itself for misrepresenting the facility and for VERY POOR and unsatisfactory customer service!